FAQs

Below are some commonly asked questions. If you have any other questions, please contact us at support-eu@merch-mail.fortnite.com.

You can also reach us via phone or post:
Gate B, St George's House
Cape Road
Warwick, CV34 5DJ
United Kingdom
Tel: +44 (0) 19 26 83 97 77

Why haven't I received my confirmation email after ordering?

Please check your Spam Folder — 99% of the time, you will find it there. It’s also possible that you may have entered the wrong email address. If you’re unable to find your order confirmation, please contact us at support-eu@merch-mail.fortnite.com.

Why is the Durrr Burger Onesie shipping separately if I also order t-shirts?

The limited edition Durrr Burger Onesie is still in production and expected to ship in late January 2019. T-shirts are in stock so rather than wait until the onesie is available, t-shirts will ship now.

Why can I only purchase 2 Durrr Burger Onesies?

Because the Durrr Burger Onesie is a limited edition item, there is a limit of two (2) per customer.

When will I receive my order?

Pre-Order Merchandise

The estimated ship date of your items will be shown on both the product details page and in the cart. We make every effort to ship pre-order products by the estimated ship date, but cannot guarantee it. All dates listed are ship dates so please also allow time for transit. See below for shipping time frames.

In-Stock Merchandise

When you submit your order, your credit card will be charged immediately, so please email support-eu@merch-mail.fortnite.com with your order number and we will be able to give you more information on a expected delivery date for your order.

Is it safe to use my credit card?

Safeguarding your privacy and confidentiality is of the utmost importance to us. We use the latest encryption technologies to protect the security of your credit card and password information while we are processing your order.

Where can I find size guides?

Sizing for all products is available here and via product details pages.

How will the transaction show on my credit card statement?

The transaction will show as "SP * FORTNITE: RETAIL"

What if I forgot my password?

If you forgot your password click here and click “Forgot your password?”. If you are still having trouble logging in, please contact Customer Service.

How to change your order?

The Fortnite Retail Row store processes your orders very quickly. If you find that you have made an incorrect order, please notify us immediately by contacting Customer Service.

If your order has not yet been processed, we may be able to correct it. However, if the product has already been shipped, we will be unable to change any portion of your order.

How do you calculate shipping?

Shipping rates are based on the weight of the items ordered. Please note specialty items may require extra shipping and handling.

All orders that contain posters will ship separately in a poster tube and may arrive on a different day than the rest of your order.

What is your returns and exchanges policy?

Customers have a cooling off period in which they can withdraw from the contract for any reason. The cooling off period begins as soon as the order has been made, and ends 7 days after the receipt of the goods.

Customers have the right to cancel the contract at any time up to 7 working days starting the day after delivery for unwanted goods.

Goods will be refunded or exchanged for different sizes/designs/products (providing they are the same price as the goods being returned), as long as we are informed of the action required by the customer/receive the items within the timeframe stated above.

Please send returns to one of the addresses below (unless you have been informed that you will be sent pre-paid packaging in which you can return the goods). You must include a note stating your name, order number, email address and what action you require us to take. You will be notified via email when we receive the goods and no action will be taken by us until then.

Gate B, St George's House
Cape Road
Warwick, CV34 5DJ
United Kingdom

How do promo codes work?

If you have a promotion or discount code, you may enter it during checkout. Please be advised that you may only use ONE promotional code per order. Discounts cannot be combined.

Personal Information

Your personal information will only be used for billing and shipping reasons. If you have selected to receive marketing and offers then you will receive an email newsletter informing you of new products and promotions. We don’t store credit card details on our server. All this information is passed to our merchant payment provider and we never have access to your full credit card details for better security both for you and for our company. Learn more here.